Leaders, who are self-aware, create personal guiding principles and are flexible in their leadership approaches, will have success navigating any situation.   There are a set of leadership traits, behaviors and styles that support flexible leadership.  Leaders need to develop self-awareness.  Understanding what their strengths and weaknesses are and how they react to different situations is the foundation for a flexible leadership style.  Next, the leader needs to create their guiding principles defining who they are and how they work.  Finally, leaders need to provide structure and flexibility in their organizations.

Leadership traits are described by Trait Theory.  The presumption of this theory is that “effective leaders possess a similar set of traits or characteristics.” (Williams, 2011, p. 236)  Peter Drucker discounts Trait Theory by saying; “Nor are there any such things as ‘leadership qualities’ or a ‘leadership personality’.” (Drucker, The Essential Drucker, 2001, p. 269)  Other writers disagree with Drucker and show that leaders’ traits make them stand out.  Williams lists these traits as “drive, the desire to lead, honesty/integrity, self-confidence, emotional stability, cognitive ability and knowledge of the business.” (Williams, 2011, p. 263)  Jim Collins supports this thinking with the concept of Level 5 Leadership.  Collins writes that the two sides of Level 5 Leadership are Professional Will and Personal Humility. (Collins, Good to Great, 2001, p. 36)

Drucker wrote “Know your strengths and values” describing the need to be self-aware.  Drucker advocates “feedback analysis” as one way to find out one’s strengths and weaknesses.  (Drucker, The Essential Drucker, 2001, p. 218)  Williams’ list of traits noted above also refer to attributes that are personally focused. Personally, I used the Myers-Briggs Type Indicators (MTBI) analysis to get a clearer understanding of my strengths and weaknesses.  There are four dichotomies that describe 16 personality types. (The Myers & Briggs Foundation, 2003) I wrote a blog post about understanding the personality types of Enterprise Architects called “Being a Teacher works for me …” (de Sousa, 2008)

Flexible leaders build on their self-awareness by creating a set of guiding principles.  These guiding principles are applied daily by the leader to their work.  Peter Drucker writes “Nothing better prepares the ground for such leadership than a spirit of management that confirms in the day-to-day practices of the organization strict principles of conduct, and responsibility, high standards of performance, and respect for the individual and his work.” (Drucker, The Practice of Management, 1954, p. 160)  Jim Collins provides a set of principles for Level 5 leaders.  “Clock Building not Time Telling” focuses on building a company that is built to last.  The “Genius of AND” stresses personal humility and professional will.  A “Core Ideology” of ambition for the company over ambition for self. Finally, Level 5 leaders are “relentless in stimulating progress toward tangible results and achievement, even if it means firing their brothers.”  (Collins, Good to Great, 2001, p. 198)

 

Failing to consider your followers may result in you being the only one charging out of the trench towards the enemy. (credit Stephen Lamb – @SEE_EYE_OH) If I am leading, I need my team with me to be successful. In the complex world of IT Service Management, working as a team is the only way we can be successful.  Leading and managing my application development team has shown me that if we focus on what our work principles are, we can accomplish our goals together.  Teamwork is the key to building a successful service management culture.

I had to change the one particular practice within of our team when I started as the manager.   I particularly hate the phrase “That is not my job”.  The people we serve don’t care that it is not our job; they want their problem resolved so they can carry on with their work day.

My team worked hard while having a narrow vision of what delivering a service end to end meant. If an application was not functioning due to an infrastructure problem, they would hand it off to the Infrastructure team to manage the problem. The result was that many of our application clients had to run the gauntlet of our internal IT Services departmental complexity. Those unfortunate clients were not able to work and became very unhappy by getting the run around by our team.

I introduced the concept that “We are the face of IT Services for the Application Services”.  This means that “we own the problem end to end”  and no longer hand off our problems. Instead, my team navigates our internal complexities, manages the issue for the client and ensures we get a resolution for our clients. Our clients interact with the person who took the issue and never have to figure out who else to talk to. I got initial resistance to this approach.  It took about a year to instill this new principle into my team’s culture and work habits. This approach has turned around our clients’ impression of our team.  We are now a team that everyone wants to work with because they know if we take on a problem, we will own it end to end.

Service management? It is all our jobs … together!

 

I wrote a post titled How Would You Reorganize an Application Service Delivery Model? in March 2010 and thought it was time to update you on the changes we made to our Application team.

At that time, my team was structured by role:  DBAs, Developers, Application Administrators, Email Administrators, etc.  Over that time, we had some successes with the structure and some challenges.

Some challenges with the role based structure included:

  • separation of developers and DBAs – resulted in delays, rework when developers did not meet coding standards expected by DBAs, and disconnected teams
  • separation of services that had tight integration like our portal environment from the ERP platform
  • mixture of platform skills that caused service support issues when service recovery work crossed team boundaries
  • challenges in providing minimum staffing coverage and training when support spanned team boundaries such as Identity Management, Project Management and Business Analysis work

In September 2010, we had an opportunity to reorganize our team.  After consulting with our team members and team leaders, we changed the structure to suit the two main architectures that our team supports – Microsoft and Oracle.  Essentially, we moved the developers to the platforms they predominately worked in and realigned the services that required tight integration.

Comparison of Role Based Structure to Platform Based Structure for Application Services

Role Based Structure Platform Based Structure
Support Team Oracle DBA Oracle Team Oracle DBA
Document Management Business Intelligence
Business Intelligence Document Management
Project Management Enterprise Portal
Business Analysis ERP Administration
Identity Management Java/Web Services Developers
Oracle Developers
Email and Collaboration Team Email Administration Identity Management
Calendaring Business Analysis
Instant Messaging Project Management
Collaboration Platforms Microsoft Team
SQL Server DBA Email Administration
Microsoft Applications Calendaring
Enterprise Portal Instant Messaging
Collaboration Platforms
Developer Team Java/Web Services Developers SQL Server DBA
Microsoft Developers Lotus Domino Developers
Oracle Developers Microsoft Applications
Microsoft Developers
Identity Management
Business Analysis
Project Management

We have been running with the structure for almost a year now and are seeing the benefits of aligning our Application Services team with our main support platforms.  I will revisit this structure annually to ensure that our team is organized to best serve our client community.

© 2007-2012 Enterprise Architecture in Higher Education - Leo de Sousa Creative Commons License
Enterprise Architecture in Higher Education by Leo de Sousa is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License.
Based on a work at leodesousa.ca.
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